Frequently Asked Questions
If you have any further questions, please do not hesitate to email us through the form in the Contact Us section of our website.
Please note that Tobacco laws are completely different in each country. There are countries where importation of Cuban goods may be prohibited. Make sure you know the applicable laws pertaining to the purchase and importation of Cuban Cigars from abroad. We do not assume any responsibility for any taxes, delayed shipments or any further inconveniences caused by domestic Customs offices. Please understand that we are not in a position to be fully aware of all regulations pertaining to customs offices all over the world. We assume that each customer is fully aware of the conditions and regulations applied by its domestic customs system. We apply the best practices and methods of shipping to ensure your cigars reach you safely and securely. If we deem that we cannot provide this assurance, we may not be able to process your order, will inform you accordingly.
Once we hand over your parcel to Postal Service, average shipping times via International Priority mail are:
North America: 6 -10 Days Business Days
Europe: 4 – 10 Business Days
Asia Pacific: 10 – 20 Business Days
Australia: 10 – 20 Business Days
Please note that these delivery times are based on normal circumstances. Holidays and unforeseen postal situations may impact these times.
Our delivery guarantee comes into effect when packages do not arrive at their destination due to a customs related issue or an error by us. Undelivered packages that arise from customer error such as wrong or insufficient address, theft of the packages on customer premise after delivery, package tracking shows delivered, and customer being away at the delivery address for extended periods of time during the delivery window of the packages are NOT covered. The delivery guarantee does NOT cover re-shipped packages as replacement for the non-delivered orders. In other words, if we are reshipping you a particular order for non-delivery, there is no refund of any kind if the replacement package does not show up. In addition, we always look at each case individually and make sure we do what we can to resolve any situation. Last but not least, the delivery guarantee claim period is 3 months from the time the order has been shipped. Any claims beyond this period will not be honored.
We accept only Visa and American Express credit cards online through our 128-bit SSL encrypted secure ordering page. All of your payment details are safely encrypted end-to-end using the latest SSL encryption technology. LCDH St. Kitts does not store any credit card information at all. We also accept Wire Transfers, please contact us if you would like to pay with this method. If you would like to order by email, you can also do that by sending us an email from the Contact Us page on our site. We can then arrange payment with you.
Before returning any cigars, YOU MUST contact us in advance.
In the unlikely event that you are not completely satisfied with your cigars, simply contact us within 21 days of the product receipt for an RMA (Return Merchandise Authorization) before sending the cigars back to us. We will give you detailed return instructions depending on your special case and country.
All return packages must be authorized by us prior to shipping and you must provide us with a tracking number immediately after sending the package(s).
Returns for cigars will only be accepted with original bands, cellophane sleeves, tubes, or other “individual” packaging still intact. Because taste is such a personal thing, we will not accept returns for cigars that you just do not like the flavor of and that have no quality issues.
We will send a replacement, issue a Credit Voucher or refund your money according to your preference as soon as the defective goods are received by us.
Shipping is FREE on all orders.